Consumer Success Stories
My insurer moved immediately once they were notified of the complaint - simply filing the complaint helped. And the staff on the phone at DOI were very supportive. I'm sure it's a difficult, busy time to work at DOI but I appreciate the help.
Linda, Pasadena CA
I heard directly from my adjuster that he was reassigned to our claim and told to deliver our settlement check immediately as a direct response to our complaint. We wouldn't have gotten any resolution without help from the state.
Scott, Sierra Madre CA
Excellent service... was so comforting to have your help when our insurance company ghosted us. Without your involvement we would probably still be waiting.
Elise, Malibu CA
I am very happy of your quick action to get in touch with my home insurer to resolve the nonrenewal issue of my home insurance policy. It has been very difficult for my family to go through the Eaton fire and claim process to get back our life back to normal and then face with nonrenewal letter from the insurer.
Gloria, Altadena CA
I was never privy to what the Dept of Ins. did for us exactly, but there were outward signs that indicated they were helping. First, they kept lines of communication open, which indicated to me they weren’t just discarding or forgetting about my complaint, they were dealing with it. Second, though it might have been a coincidence, the insurer recently became much less combative and adversarial when dealing with us. They almost seemed, relative to their previous behavior, to be bending over backwards to be helpful.
Stephen, Pacific Palisades
Filing the complaint expedited my claim with the insurance company considering that prior to the complaint, the insurance company was not even responding to any of our emails.
Lisa, Altadena CA
I have recommended the services of the Department of Insurance to several others who are experiencing difficulties with their carriers.
Geoffrey, Pacific Palisades
Hello DOI. Thank you for helping myself and my family by stepping in by watching the claim. We could not have this level of service without your help. We appreciate you all very much.
Thai, Pasadena CA
I have nothing but great things to say. Because of this, my situation was resolved very quickly.
Terry, Altadena CA
The officer’s communications were crystal clear and timely. He was compassionate and effective. Very well done!
Amy, Montecito CA
I can’t believe how easy it was to get in touch with a live person. I didn’t wait on the phone for long for my questions to be answered quickly. When I submitted my complaint, I got quick results and my insurance company finally did what I had been asking for months within days! They found money that they owed me. Sent it direct to my bank account and finally gave me clear explanations. They even sent me a letter that I had 3 years to close my claim not the 12 months since first payment they were insisting on earlier. This made a world of difference for me and I am so appreciative you are there to hold these companies accountable. Nobody asks for a wildfire to cause damage to their property and the emotions involved are overwhelming. Then to have an insurance company work so hard to do as little as possible is terrible. Thank you for what you are doing to help the consumer!
Amy, Chico CA
It's nice to have supplemental support when dealing with a huge and well-resourced insurance company - that is basically controlling every aspect of the claim.
Ken, Vallejo CA
I have been an attorney in California for about 50 years, specializing in insurance and reinsurance matters. I have known and worked with several of the Insurance Commissioners over the years, but I have never seen one as active in the public interest as Commissioner Jones. He is to be commended for his many positive and beneficial regulatory acts. I also live near the recent fires in Santa Barbara County and personally appreciate his immediate attention to the insurance issues arising from the conflagration. Thank you.
Daniel, Solvang, CA
Just got the best news! My insurer is going to pay out 100% of the personal property claim without a content list!
For me, it was excruciating to try to work on this list because my mother died in the fire. To try and list all her belongings and when/where/how much it all cost (when I have no idea), it was brutal. The loss of my mother has been devastating. To try and do this inventory too, it was just too much to ask.
...I was so relieved, I started to cry. My deep gratitude goes out to the commissioner and your office. Really, you saved me from this awful, traumatic task... it's an added relief not to have to worry about the depreciation and actual value - since I would not be replacing anything. I hope the insurance companies waive the inventory list for the folks southern CA too. Thank you!
Jessica, (Facebook comment left on February 18, 2018)
Dear Insurance Commissioner,
On April 13, 2017, my insurer sent me an unexpected check as a refund on my homeowner's insurance for my policy issued between December 9, 2016-February 13, 2017, "as a result of pending litigation with the California Department of Insurance." Wow! Thank you for your hard work! Much appreciated!
Donna, Santa Cruz, CA
It's a shame the majority of our regulatory agencies don't stand up for the consumer the way you do. All the work I put in, along with your help, got my mother's lapsed life Insurance policy of 5 years, reinstated, almost 2 years AFTER, her death. What took almost 2 years to obtain, was stripped from me, in a matter of 2 months.
Christine, (Facebook comment left on February 21, 2014)
When my insurance company denied my test as "not medically necessary" I was certain that it was just a misunderstanding, lack of documentation, or some other administrative issue that would be corrected. When my doctor's office tried to resolve this and no progress was made, I began to get concerned. My concern turned to disgust as I quickly realized that my insurance company was denying coverage despite the fact I clearly met their parameters and requirements for the test.
I was truly facing a large, unorganized, machine of an insurance company that I felt did not value my health, my policy, or the fact that my hard work pays for the policy that was issued. They denied my doctors legitimate order for testing repeatedly, and processed my appeals without any genuine concern for my health and welfare. Unlike the Department of Insurance, when my insurance company "reviewed' my case data, they did not even look at all of the available healthcare records that were in their possession. It was clear that my insurance company was hopelessly lost in understanding me as a patient and rather only saw me as a liability.
The Independent Medical Review (IMR) process was an amazing act of professionalism in my experience. Submitting the case for review was straightforward, and the Department of Insurance communicated with me about the status of my review in a very timely fashion. I was able to submit supporting documentation, as was My insurance company, who submitted their own policies and procedures as well as their various denials. The Department of Insurance had an appropriate resource trained in the area of medicine that was at issue in my case review the relevant documents. When I read the summary from the reviewer, I felt an enormous burden lift, because I realized that finally somebody was listening who was clearly motivated by a positive health care outcome.
The decision to direct my insurer to provide the coverage I was entitled has directly led to me being able to be successfully treated. To me, this means quality of life, and the ability to work so that I can provide for my family. My insurance company was shortsighted and treated me like a number. The Department of Insurance treated me like a human, with dignity, and has empowered me to restore my health!
My wife and children would like to thank everyone at the California Department of Insurance. Obviously for me, being healthy is important. My family means everything to me, and if my insurance company had their way, I am not sure I would be in the best place to take care of them.
Thank you does not convey it well enough.
Tony, (Email received February 3, 2014)
I work with federal, state and county agencies not only across the country, but across the globe. I personally encounter and interact with public servants at every government level every single business day. I have worked in this role for over 20 years and I must tell you that I can count ON ONE HAND the number of times I have received the level of personal service and dedication to helping us solve our customer's issue that you provided yesterday.
Many, many thanks for your kindness and your service!
Steve, (Email received February 22, 2014)
